Retail customer experience benchmarking - How do the region’s retailers measure up?

Over recent years, shifts in technology spearheaded by the growth of mobile have created an environment in which retailers can no longer afford to think about customer experience in terms of separate channels and silos. But while consumers find it easy to move seamlessly across devices and between the physical and digital worlds, it can be trickier for businesses to set aside the structures and strategies that have served them well for decades.

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mobile, retail, technology, customer experience

5 Disruptions to Marketing, Part 1: Digital Transformation

The essence of digital transformation is that marketing, sales, service — and most of all — product are all being entwined together under the banner of “customer experience.”

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marketing, Uncategorized, customer experience, digital transformation

It’s time to get real about omnichannel marketing

Omnichannel isn't the be-all and end-all. Columnist Kristin Cronin explains why creating the right message and experience for customers is more important than utilizing every channel.

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marketing, creative, omnichannel, Uncategorized, customer experience

3 scenarios for marketing with the Internet of Things

The Internet of Things (IoT) is going to shake up marketing.In Q1 of a new year, it’s a great time to look ahead to trends that will define the future of an industry.

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marketing, iot, Uncategorized, customer, customer experience

it’s time to get real about omnichannel marketing

Omnichannel isn't the be-all and end-all. Columnist Kristin Cronin explains why creating the right message and experience for customers is more important than utilizing every channel.

Continue reading

creative, omnichannel, Uncategorized, customer experience

What airlines can learn from smart marketers about the customer experience

The airline industry has been hit with some highly public complaints over the past few months. Columnist Evan Magliocca discusses how airlines are lagging in the customer experience and what they -- and any brand -- can do to put customers first.

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marketing, Uncategorized, airlines, customer experience

The expanding role of design in creating an end-to-end customer experience

Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.

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marketing, Uncategorized, customer experience

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